CUSTOMER WORKFLOWS

Production voice AI is measured by the work completed.

A useful customer story explains the starting problem, the call type, the systems involved, what the AI completed, when people remained involved, and which operating metrics changed.

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Customer testimony

Two customers, in their own words.

Both accounts below are reproduced word for word, with the customer's own headline, name, and company. Neither has been shortened, rewritten, or paraphrased.

Tim S.Headstart Warranty Group

Claims intake

Game-changer for data collection!

Integrating AI into our claims process has made a significant difference. Previously, our customers frequently endured hold times of over an hour, which was frustrating for both them and us. Now, those lengthy waits are behind us. The AI system efficiently manages initial inquiries, enabling us to assist customers quickly and concentrate on resolving claims more effectively. This has greatly enhanced our workflow and improved the overall customer service experience.

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Nick W.CTO of Camelback Admin

Claims intake + customer service

Aim AI Transformed Our Claims & Customer Service Operations

In just a few short months of partnering with AimAi we have seen drastic increases in efficiency of our overall staff. Having initially launched for claims intake we have been able to reduce the amount of time our adjutors have to be on the phone they can focus on claims adjudication and getting the customers claims turned around in record time. We have since started using Ai for repetitive customer service issues allowing the customer service team focus on the one-off need. They are always ready to listen and help us continue to move forward in an ever-changing world. Big thank you to the entire AimAI team!

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Metrics after launch

What we measure after launch.

Call volume alone does not show whether the workflow is working. AIM AI and the customer should agree on the outcome metrics before the first production call.

  • Time to answer and abandonment before the conversation begins.
  • Workflow completion, containment, transfer, callback, or appointment result.
  • Accuracy and completeness of the fields written to the system.
  • Human rework caused by missing or incorrect information.
  • Transfer acceptance and downstream conversion or resolution quality.
  • Integration failures, unavailable records, and calls that require manual review.
  • Opt-outs, complaints, sensitive escalations, and other control exceptions.
  • Customer satisfaction or quality scores when the business collects them.
Start with the workflow

Map one call workflow before you buy another AI tool.

Bring us a call type, sample recordings or scripts, call volume, current systems, and escalation rules. We will show what can be automated, what needs integration, and where a person should remain involved.

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